Job Description

• Deliver a comprehensive service to customers by managing their enquiries through chats and emails in a timely manner 
• Communicate with customer on orders and delivery, arranging a shipment plan to fulfil delivery on time 
• Review customers’ purchase order as well as investigating and analyse customer satisfaction 
• Manage customers’ accounts by keeping a record of customer interaction and details of actions taken 
• Oversee a team of customer service agents and possibly delegating certain customer enquiries to specific teams 
• Investigate and solve customers’ problems, which may be complex, that have been passed on by customer service assistants 
• Learn about the organisation’s products and services and keeping up to date with changes 
• Create effective customer service procedures, policies, and standards 
• Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis 

Job Requirements

1. A minimum of 3 years working experience in a customer service position, preferable from retail space or any other related industry. 
2. Diploma/Degree in Business Studies, Management Studies, Marketing or relevant field. 
3. Outstanding verbal and written communication skills in both English and Mandarin. 
4. Proficiency in Microsoft Excel is a must. 
5. Excellent leadership and interpersonal skills with proven people management experience. 
6. Possess the ability to work well under pressure. 
7. Good problem-solving skills with efficiency and organisational skills. 

Company Benefits

Additional Info